FREQUENTLY ASKED QUESTIONS

Please contact us if you have any questions. We have also put together a list of questions we get asked often, that might be useful.

1. Do I need a doctor’s referral?

No, you don’t. You can refer yourself. You’d be equally welcome if you have a referral from your GP and other medical professionals. Please remember to upload the referral whilst filling out your Initial Assessment form, along with any results of scans/investigations you might have that would be useful to your treatment. The form will be automatically sent to you via email once you have joined the portal or booked your appointment.

2. What should I expect at my first appointment?

Your first appointment would usually be divided into three parts: 1, Where we confirm the information in your Initial Assessment Form about the behaviour of your symptoms, 2, Where we ask you to move your body in different directions, in order to try and establish the location of your pain and finally 3, where we merge it all together with a diagnosis and/or understanding of what the issue is, as well as what the solution would be moving forward.

Usually, at the the end of the first session, we are able to give you a pretty detailed, customised treatment plan, including some exercises. If you decide to go for a package with us, we may onboard you to our exercise app, where you can have access to the videos of the exercises. This could mean you also have full access to your therapist in between sessions.

3. What should I wear to my appointment?

This might depend on which area of your body you have booked in for however, to be safe, always best to wear some shorts and a vest top. We may have to check the joints above and below. For example, if you’ve booked in for your hip, we would most likely assess your back, hips and knees. For a thorough assessment, a good physio will always ask you to strip down to minimal clothing relevant to the areas of interest. If you have any issues with this, we can certainly accommodate them, simply let us know.

4. How do I pay for my treatment?

For one off sessions, when booking, simply follow the payment procedure on your screen. We accept most major credit/debit cards. Currently, those buying packages will either make a one off discounted payment upfront, or would need to contact us to set up a direct debit for recurring/split payment arrangements.

We may also book the appointment on your behalf, at your request e.g. if you are booking via phone. In this case, we will send you an invoice to pay, via email. Simply enter your card details and make payment before the session.

5. How many sessions will I need?

That would depend on you and what the issues are. We are not keen to sell you sessions you do not need. Instead, we book an initial session and we can discuss this thoroughly with you on your first appointment, once you have been fully assessed and we have an idea of what your diagnosis and plan of treatment will be. We usually agree on packages after this. We do not do PAYG sessions. This is so that we can work towards the goal of getting you better and keeping you accountable. We will let you know our professional opinion on duration and frequency but you ALWAYS have the last say! We have designed all our packages to fit most budgets and schedules, with add-ons to ensure we still get to achieve your goal!

Our minimum home visit session is 1 hour but there is no minimum per week. You are free to choose your frequency or duration. For example, some may choose 90 minutes per session for one body part so that they get ample breaks within the session, whilst still benefiting from the full session, without being rushed. That is a decision we leave up to you. We would only suggest 90 minutes per session ourselves if you have more than one body part being treated.

6. What if I want to see you in person?

In addition to our virtual sessions, we cover all home, and care home visits in Shropshire and London. If you're unsure if we cover your postcode, simply fill out the form on our home visit page. - plus all surrounding areas. Contact us here for more details about home visits. We will need your home address and postcode to know if we can honour a home visit. See more about home visit prices in FAQs above.

7. How do I know if you can help?

Physiotherapists can usually help with most issues through prehab (prevention) or rehab (rehabilitation). If you’re unsure, simply give us a call or contact us here.

8. What are your opening hours?

We currently work 7 days a week 06:00 hrs - 23:00 hrs. Now, you can see us at a time that’s most convenient for you.

9. I’ve changed my mind, how do I cancel?

Sometimes, things come up and you may no longer be able to make your appointment. That’s not a problem at all. As long as you cancel 48 hrs before your single appointment. If you have already paid online, you should receive a full refund (minus a £20 admin charge to cover the non refundable fees our merchant charges us and the admin time to process both your appointment and refund). However, this is not an automated process so please do let us know. Please see our terms and conditions for full details before you book.

If due to unforeseen circumstances on our end, we need to cancel your sessions within 48 hours, we promise there will be no monies charged for the cancelled sessions. If you have already paid, we will offer you a change of time slot either on the same day or a different day. In some circumstances, we may also reimburse you. Again, read our T&Cs.

10. What happens if I’m late to my appointment?

Sadly, if you’re over half the time late for your appointment, it will be counted as a no-show, in which case, we will have to charge you the full cancellation fee (i.e the price of the) for the appointment. Please note that your therapist is not obliged to wait for the remainder of the appointment time - whether virtual or in-person, but may wish to do so at their own discretion. If you are running late, please do send us an email or text so we know. In an ideal world, we would much rather wait for you, but we can’t if you don’t keep us in the loop. If this is a visit to your home, office, hotel, residential home etc, the same applies.

11. How can I book my sessions?

Simply give us a call or send us an email hello@remedly.co.uk and we'll find a mutually convenient time slot. You can also contact us here.

12. Which areas do you cover for home visits?

Currently, we cover home visits in all parts of London, Oxford and Shropshire plus surrounding areas.

13. What packages do you have?

Currently we have the following standard packages for all our services - physiotherapy and massages, though we are able to customise a package just for you!

• Lite (once a month for 3 months)

• Sam (Twice a month for 4 weeks)

• Luna (once a week for 3 months)

• Sacha (twice a week for three months) - can be shared by up to 2 people.

• Black (unlimited sessions for 3 months) - can be shared by up to 4 people including colleagues.

We also do packages that include other benefits such as MRIs, multiple family members or couples under the same package, doctors' appointments and injections, GP home visits etc. By buying a package, you’re entitled to a discount. Contact us here for more details.

Packages are customised to you and can be anything from 1 month to 3 months. We do not recommend anything over 3 months to ensure you're not paying for more than what you need. All packages will be reviewed on a monthly basis to ensure you have the opportunity to reduce or increase as needed.

14. Can I choose a longer-term for my payment, even if I wanted to have physio sessions in a shorter space of time?

Although we don’t officially offer this anymore, we are pleased to say we would be more than happy to assess on an individual basis. If needed, we can offer you a chance to spread your payments over a longer number of months e.g 6 months, even if your physio sessions are used within 3 months. We don’t want your physiotherapy to be a financial burden, so we’ll do everything we can to ensure you get what you need and pay what you can. Please note we can't always guarantee this. Contact us here for more details.

15. What qualifications do your physios have?

All our physios have a minimum BSc (Hons) Physiotherapy degree. They are all HCPC and CSP registered. Regulated by both bodies, CSP membership makes us all our physios Chartered Physiotherapists, and ensures we are fully insured for the treatments we provide.

More information can be found on our T&Cs and insurance pages.